How to Use CANCO CRM

Screen Tour

Starting with CANCO CRM 1.8, the screen has a new look. What it does and the data it stores are unchanged; only the menu placement and appearance have changed.

1. Left menuDashboard · Customers · Today's Tasks · Consultation Records · Complaints·VOC (1.9) · Work Requests · Bulletin Board · Statistics · Agent Status · Campaigns · Schedule · Knowledge Base. Wherever this guide mentions a “○○ tab,” it means ○○ in the left menu.
2. Bottom left — User GuideClick it to open this guide right away.
3. Top header barShows the name of the current menu and your company name, with My Status, ⚙ CRM Settings, and 🎨 Design on the right.
4. Dashboard4 large numbers (today's calls · today's missed calls · consultations to follow up by today · unprocessed consultations), and below them 10 smaller numbers (items that need attention appear in red — 1.9 adds “unresolved complaints”), plus current tasks · recent consultations · consultation calendar.
5. Buttons now above the tableIn Customers and Consultation Records, buttons such as Search, New Customer, and Export to Excel now sit above the table.

The consultation window now has a white header bar too. The red ● Call received 00:00 indicator at the top left shows that a call is in progress.

Installation · Login

CANCO CRM is installed on the Windows PCs of companies that use EduRecording or Manggo Recording for call recording. It is a paid add-on service for subscribing companies, and only employees designated by the company can log in (separate login from Call Popup — use the same phone number and password as the recording web).

The consultation window opens when a call comes in

When the phone rings, the consultation window for that number opens automatically. Answer the call on your phone as usual.

1. Left — CustomerPhoto, name, type (customer, employee, vendor, other), VIP/caution tags, company, department, owner and storage location.
2. Center — This consultation recordA field for taking notes during the call (Chapter 4).
3. Right — Past historyCalls, missed calls and consultation records in date order (Chapter 7).
4. Top buttonsChange history Call history Close

Save new numbers on the spot

1. A registration field appearsFor a first-time number, an input field appears on the left of the consultation window with the message "This is a new number."
2. Enter a nameEnter the name (required), company or organization, department and title, notes and tags (VIP, Caution, etc.).
3. Choose where to saveShared company phonebook (default) — visible to all staff. My phonebook — visible only to you.
4. [Save as customer]The name will appear from the next call.

Write a consultation record

Follow-up dates and reminders

Hand over a case

1. Change the assigneeChoose another employee under ‘Assignee’ in the record and save.
2. The new assignee is notifiedA “Case handed over to you” notification pops up on that employee's PC.
3. Open it instantlyClick Open consultation window in the notification to open that customer's window.
4. To hand over with a reasonUse the Transfer button in 1.9 and the reason goes along with it, leaving a transfer history (see Chapter 37).

History, AI summaries and recordings

1. Chronological listCalls, missed calls and consultation records appear by date on the right side of the consultation window.
2. FilterChoose a period and type at the top, or enter dates, then click Search.
3. Double-click a callThe AI summary and transcript appear. Click Play recording (recording screen) to listen.
4. Double-click a recordEdit that record in the middle panel.

Customer list · Excel

Today's Tasks · Missed-call callbacks

1. Follow-upsShows overdue follow-ups, today's, and those due within 7 days. Overdue items are in red.
2. Missed calls (last 14 days)A list of unanswered calls. Once you have called back, select the row and click Mark callback done.
3. Hide called-back itemsCheck this to show only calls not yet returned. If you marked one by mistake, click Clear done mark.
4. 9 a.m. reminderEvery morning at 9 a.m. you get a summary of today's tasks.

All consultation records

1. Set conditionsChoose status, type, assignee, period and keyword, then click Search.
2. Go to the consultation windowDouble-click a row or click Open consultation window.
3. Export to ExcelUse it for reports or meeting materials.

Dashboard · Statistics · Calendar

On the Dashboard, the four large numbers at the top show today's calls, today's missed calls, consultations to follow up by today, and unresolved consultations. The row below shows numbers that need attention, such as missed calls without a callback, overdue promises, and customers at risk of leaving (shown in red when greater than 0). The calendar on the right shows consultations and the number of calls/missed calls by date, and clicking a date shows that day's consultations below.

In Statistics, choose a month to see this month's consultations, open cases, calls and missed calls, with bar charts by type and by assignee and a daily calendar.

Customer profile photos

1. Add a photoClick Change photo in the customer panel on the left of the consultation window and choose an image file.
2. Remove a photoClick Remove photo to remove it.

Multiple numbers · Customer groups

Change history — who changed what, and when

Changes to customer details or records are logged automatically. Click Change log at the top of the consultation window to see the time, who, what and what changed.

💡 Instantly answers “Who wrote this note?”

CRM settings · Weekly report

1. Open [CRM settings]CRM settings at the top right of the main window (admins).
2. Consultation typesOne per line. The type buttons in the consultation window change accordingly.
3. Frequent phrasesOne per line. They appear under ‘Frequent phrases’ in the consultation window.
4. AI auto-loggingTurn “Automatically create a consultation record from the AI summary when a call ends” on or off.
5. Weekly reportWhen on, a weekly report is sent every Monday morning via the recording alert messenger and to the emails listed below (comma-separated, up to 5). Check it first with Preview weekly report.
6. [Save]

Change the design

Click 🎨 Design at the top right of the main window and pick a color you like. The consultation window changes to match.

Agent status · Wallboard

In the main window's Agent status tab, see which agents are on a call and for how long, who is available, and today's inbound, outbound and missed calls and answer rate. Refreshes automatically every 5 seconds.

1. Full-screen wallboardClick 📺 Full-screen wallboard to open a dark wallboard filling the screen. Esc returns to a window; F11 goes full screen again.
2. Office TVAdd /crm/live to the recording web address (recording PC address) and open it in a TV browser for the same wallboard.
3. By teamChoose a team at the top left to show only that team.

My status · Attendance

1. Change my statusUnder My status in the main window header, choose Working, Break, Meal, Meeting, Out of office, Away or Off duty. It shows on the wallboard immediately.
2. Working on launchStarting CANCO CRM sets you to ‘Working’ (unless you already chose another status that day).
3. View attendanceUnder Statistics › Attendance, see first clock-in, clock-out, work and break time and time per status by date and person, and export to Excel. Days without clock-out are marked in red.

Call Statistics · Agent Summary Statistics

Work requests

1. Make a requestClick New task request in the Task requests tab, or Task request in the consultation window (the customer is attached). Enter recipient, title, details and due date.
2. NotificationA notification appears at the bottom right of the recipient's CANCO CRM. View task opens it directly.
3. Progress · Done · CommentsMove from Requested → In progress → Done and leave comments. When done, the requester is notified. Overdue items turn red.

Board

In the Board tab, post notices, work items, files and general posts and add comments. Only admins can post notices and pin them to the top. Unread posts appear in bold (●) with a read count. The dashboard shows the number of ‘unread posts’.

Teams · Custom customer fields

1. Set up teamsUnder ⚙ CRM settings › Teams · Custom fields, enter ‘Name=Team’ one per line. People not listed are grouped by their recording user department. Filter by team in records, task requests, statistics and the wallboard.
2. Create custom fieldsIn the same window, one per line: ‘Field name | text/date/choice | options’ (e.g. Contract date | date, Industry | choice | Hospital, School, Business). Up to 12.
3. Enter values per customerClick Custom fields in the customer panel of the consultation window and enter values. They appear in the customer panel and customer Excel export.

Play recordings · Timestamped notes

1. Play instantlyDouble-click a call in the history and click ▶ Play recording to play it right there. No need to switch to the recording screen.
2. Skip · SpeedSkip with ⏪ 10s 10s ⏩ and play at 0.8–1.5x speed.
3. Timestamped notesType a note while listening and click Note to save it with [min:sec]. Double-click a note to replay from that point. Notes also appear in call notes on the recording screen.

Automatic personal data masking

Resident registration, card and account numbers and apartment unit numbers in transcripts and AI summaries are automatically masked as ●●●. Admins can view the original with 🔓 View original in the call details window; each view is logged.

Promise Keeper

1. Promise detectionFinds promises in calls such as “I'll send the quote by 3 tomorrow” or “I'll call you back” and records them with a deadline.
2. Yellow banner in the windowWhen that customer calls again, “Last promise” appears at the top of the consultation window. Overdue items are in red. Click Kept to close it.
3. Today's TasksPromises from calls gather under Today's Tasks › To-dos. You can click Promise kept Change deadline Not a promise.
4. NotificationsOne hour before the deadline and when it passes, a notification appears in the CANCO CRM of the employee who took the call.

Complaint & Dispute Evidence Package

1. CreateClick Evidence package in the consultation window header, choose a period, then Create. Admins only.
2. Package contentsThe customer's original call recordings, raw transcripts, consultation records, change history, and each recording's fingerprint (SHA-256) with its HQ registration time are bundled into a single ZIP.
3. ReportOpen report.html in a browser and print to save it as a PDF. “Matches HQ fingerprint” means the recording has not changed since it was made.

AI record review — a CRM that logs as you talk

1. Draft firstWhen a call ends, a record draft is created from the transcript, with the assignee (the employee on the call) and follow-up date (from promises in the call) filled in.
2. Review in the windowOpen that customer's consultation window and the draft is already in the record field. Edit only what's needed and click Save record to confirm.
3. Review in bulkUnder Today's Tasks › AI record review, just click Confirm (correct) for accurate ones.

At-risk customers · Automatic escalation

Call Quality Evaluation

1. ViewStatistics › Call quality. Shows each agent's average score and pass rate per item (greeting, customer verification, empathy, closing, prohibited expressions).
2. Low-scoring callsCalls below 60 points gather at the bottom. Double-click to see the call details and recording.
3. Edit criteriaChange the company scorecard in Edit criteria. One per line: “item | required/prohibited | points | start/end/all | keywords”.

Outbound Campaigns

1. Create (admin)Campaigns tab › New campaign. Choose a name, targets (customer group or number list) and assigned staff, and the list is distributed among them in turn.
2. Call and log resultsDouble-click a customer in your share to open the window, then after the call click Log result (reached, no answer, call back, declined, wrong number). The result is also saved in the customer's records.
3. Track progressEach campaign shows progress (completed/total), counts per result, and whether calls were actually made after launch. Export to Excel.

Visit · After-Sales Scheduling

1. ScheduleClick 📅 Book visit in the consultation window or Schedule in the Calendar tab. Enter date, time, type (visit, installation, A/S, pickup), assignee and address.
2. NotificationsThe assigned employee is notified when it is scheduled and 1 hour before the visit. A “Visit scheduled” banner appears in that customer's window.
3. CalendarClick a date in the Calendar tab to see that day's schedule; double-click to mark done or cancelled.

Knowledge Base · Answer Finder

Collect FAQs in the Knowledge base tab, then during a call use 📚 Find answers in the consultation window to find answers matching the current conversation. Similar past completed cases are shown too.

All Branches at a Glance

Companies with multiple recording PCs at HQ and branches can use 🏢 All branches in the main window header to see, per branch, active calls, available agents, today's inbound/outbound and missed calls and answer rate in one table (every 10 seconds). Double-click a branch to open its wallboard.

Monthly Management Report

1. AutomaticOn the morning of the 1st of each month, a PDF summarizing last month's call volume, answer rate, agent performance, consultation types, at-risk customers and promises is sent to the “Report email” in CRM settings.
2. Preview · ResendUnder Statistics › Monthly report, choose a month and click View; admins can click Email PDF.

Advanced feature settings

Under ⚙ CRM settings › Teams · Custom fields, set teams, custom customer fields, churn-risk keywords, handling deadlines (type=hours) and monthly report delivery. Only admins can save.

Complaint & VOC Intake · Instant Alerts

Consultation types Dissatisfaction, Complaint, and VOC are all handled as “complaints.” The moment you save, an alert goes to the person who will handle it, and when you finish, you must record the result and cause.

1. Choosing the typeIn “This consultation record” in the consultation window, click Complaint or VOC and a Result · Cause field appears below.
2. Save = Instant alertA “There is a complaint/VOC to handle” alert appears on the PCs of the person in charge and the employee assigned to that customer.
3. Automatic assignmentIf the customer has a separate owner, it goes to that person; otherwise, an owner is assigned according to the rotation order set by the administrator (if the employee who took the call is in the rotation, it stays with that person).
4. Repeat inquiry flagIf the same customer contacts you again within 7 days, Repeat inquiry — N consultations in the last 7 days appears at the top of the consultation window, and the previous owner is also notified.
5. When completingTo save the status as “Completed,” you must enter the result and cause. Once completed, a “closure confirmation request” is sent to the administrator.

Transfer · Bulk Transfer

Hand off consultations that are not yours to the right staff member, with a reason attached. Each transfer is kept as a 'Transfer History' entry on the consultation.

1. Click [Transfer]Use Transfer at the bottom of the consultation window, or select a row in the Complaints/VOC menu and click Transfer. (In the consultation window, the target is a saved record or a record selected from past history.)
2. Recipient · ReasonSelect the recipient and enter a reason. Buttons such as Assigned Area, Specialty, and Leave/Absence let you fill it in quickly.
3. NotificationsThe recipient gets a "You have received a transferred consultation" alert (with the reason), and the original owner gets a "Your consultation has been transferred" alert.
4. Who Can TransferStaff can transfer only their own consultations. Administrators can transfer any consultation.

Bulk Transfer (Administrator)

When someone leaves, takes leave, or changes departments, hand off all of their open consultations and assigned customers (the company shared phonebook) at once. Go to ⚙ CRM Settings › Complaints · VOC · Transfer · Archive · Users › Bulk Transfer, set the person handing off, the recipient, and the reason, check the count with Preview (number of items), then click Run Bulk Transfer.

Processing Status · Closure Check · Analysis · Complaint Handling Log

From the left menu, Complaints · VOC lets you follow every complaint from start to finish. It is divided into three small tabs at the top.

1. Processing StatusFilter by stage (unprocessed · pending closure · closed · all), type, assignee, or “My items only.” Red line = processing deadline exceeded; (Re-inquiry) next to a name = contacted again within 7 days. Double-click to open the consultation window.
2. Closure Confirmation (Admin)Select a completed case and click ✔ Confirm Closure — you can leave closing remarks. If the handling is insufficient, use Request Reprocessing to send it back to the assignee with the reason.
3. Single-Case ReportSelect a case and open the Single-Case Report — receipt, handling result, cause, transfer history, and closing remarks are organized on one page, which you can print or save as a PDF.

Analysis — Receipts, unprocessed, pending closure, overdue, re-inquiries, and average processing time for the last 3, 6, or 12 months, plus a monthly table, counts by assignee, and bars by cause (in descending order). Use it to fix the most frequent causes first.

Complaint Handling Register — Choose a period (this month · last month · this year), run the search, then save to Excel (register). It includes number, received date and time, customer, type, content, assignee, handling result, cause, completion, closure confirmation, processing time, re-inquiry, and transfer history. You can use it as is for the complaint handling records that schools and institutions must keep.

Absence · Delegate · Notification Email · Missing Record Alert

1. My Absence · DelegateClick your name (· Absence/Alerts) at the bottom left (the same as My Absence/Alerts in the Complaints & VOC menu). Set your leave or off-site period and a delegate, and during that time complaints, transfers, and deadline alerts sent to you will also go to the delegate, and you will be skipped in complaint rotation assignment. When you return, click End Absence.
2. Notification EmailEnter your email address in the same window, and when there are alerts to check while the CRM is off, you will be notified by email with the count only (no customer names, numbers, or content; up to once every 2 hours).
3. Missing Consultation Record AlertIf a call with a customer lasted over 1 minute and there is still no consultation record for that customer after 30 minutes, the employee who took the call receives a “No consultation record after the call” alert (up to 10 per person per day).

Complaint Settings · CRM Users · Personal Data Retention

⚙ CRM Settings › Complaints·VOC·Transfer·Retention·Users window. Only administrators can save, bulk transfer, delete, or assign users.

1. Complaints·VOCTurn on or off the types treated as complaints, the cause category list, automatic assignment and rotating owners, missing-record alerts (by call length), and email alerts for staff whose CRM is turned off.
2. CRM UsersCANCO CRM can be accessed only by staff designated by your company (billed by number of users). Select a staff member and click Assign / Remove — a removed staff member's CRM login ends immediately. To add more users, please contact CANCO Co., Ltd.
3. Personal Data RetentionSet a retention period (default: 3 years), and customers whose last call or consultation is older than that period appear in the list. Select them, click Destroy Selected Customers, and type 'Destroy' to confirm. Their CRM data (consultation records, number book, photos, attachments, labels, and change history) will be deleted, and a destruction record (with masked numbers) will be kept. Call recording files and call logs follow the call recording retention rules and are not deleted here. When there are eligible customers, an administrator is notified once a month.

FAQ

Q. Is it paid?

Call Popup is free. CANCO CRM is a paid add-on service for companies that apply for it, and the company administrator designates the staff who will use CRM (CRM Settings › Complaints·VOC·Transfer·Retention·Users › CRM Users). To apply, please contact CANCO Co., Ltd.

Q. Do I need to use it with Call Popup?

No. CANCO CRM also receives call notifications, so Call Popup steps aside when CRM is turned on. You log in separately (with the same call recording account). Call Popup is a free window that tells you a call is coming in, while CANCO CRM is a paid add-on service for recording and managing consultations.

Q. I see “Account not designated” when I log in

CANCO CRM can be used only by staff designated by your company. Ask your company administrator to designate you under CRM Settings › Complaints·VOC·Transfer·Retention·Users › CRM Users. If you see “Only companies that have applied can use this,” your company has not applied yet.

Q. I can't save a complaint as “Completed”

Complaints·VOC can be completed only after you enter the resolution and the cause. Fill in the resolution and cause fields in the consultation window, then save again (Chapter 36).

Q. Can I use it at home or outside the office?

No. For security, it runs only on the company network.

Q. Where is customer data stored?

On the recording PC inside your company. HQ only relays requests and deletes them immediately.

Q. Do advanced features work without an AI server?

Yes. Transcription runs on the company recording PC, and AI drafts, at-risk customers, quality scoring and promise detection work with keywords and rules even without an AI server. Connecting an AI server makes summaries more natural.

Q. Can employees listen to other employees' calls?

No. Under the same rules as the recording screen, regular staff can access only their own calls, while admins can listen to and view all calls. Listening, viewing originals and evidence packages are all logged.

Q. A call came in but the consultation window didn't open

Check that CANCO CRM is running and connected to the company network. If it still doesn't work, contact Customer Support.

Q. The AI call summary doesn't appear in the records

It takes a little while after the call for the recording AI to process it. If it never appears, ask your admin to check that AI auto-logging is on in ‘CRM settings’.

Q. I can't delete a customer

Customers in the company-wide phone book can be deleted only by admins. You can delete customers in your own phone book.

Q. I want to rename consultation types

Admins can change them in ‘CRM settings’ (Section 15).

Q. I need help

Customer Support 1670-1369 (weekdays 09:00–18:00) · [email protected] · Remote support canco.co.kr/remote

Screens in this manual show sample data. Menus and features may look different depending on company settings and permissions.